IVR and Telephony Senior Analyst

Location: Irving, Texas, United States, San Antonio, Texas, United States, O'Fallon, Missouri, United States, Jacksonville, Florida, United States, Meridian, Idaho, United States, New York, New York, United States, Florence, Kentucky, United States, Johnson City, Tennessee, United States, Sioux Falls, South Dakota, United States

Employment Type: Regular

We are seeking highly capable and experienced Program Managers to drive the end-to-end delivery of features and functionality within our Next-Generation IVR and Telephony Routing initiatives. This role is critical in translating business needs into technical requirements, serving as a vital liaison between our business partners and technology teams. The successful candidate will be responsible for designing and documenting requirements for solutions leveraging cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) to revolutionize our customer interaction capabilities. This position requires hands-on experience in IVR and/or Telephony Routing environments, with a focus on delivering innovative and efficient features across multiple lines of business.

Core Objectives:

• Feature Ownership & Delivery: Own the end-to-end delivery of specific next-generation IVR and telephony features, from conception to deployment.
• Business-Technology Liaison: Act as the primary interface between business stakeholders and technology teams, ensuring clear communication and alignment on requirements and solutions.
• Requirement Design & Documentation: Drive the design and comprehensive documentation of detailed technical and functional requirements for new IVR and telephony capabilities.
• IVR Self-Service Enhancement: Deliver features that accelerate customer adoption of AI-powered IVR self-service and improve containment.
• Intelligent Routing Implementation: Implement and optimize routing features to enhance efficiency and customer resolution.
• Customer Experience Innovation: Deliver features that transform the voice channel experience through personalized, AI-driven interactions.

Key Responsibilities:

• End-to-End Feature Delivery:
  • Manage the full lifecycle of IVR and telephony feature development and deployment, from initial concept and requirements gathering through testing, launch, and post-implementation monitoring.
  • Ensure features meet business needs, deliver performance consistent with targets, and align with the overall next-generation IVR strategy.
• Requirements Management:
  • Collaborate extensively with business stakeholders (e.g., Credit, Collections, Customer Service, Fraud, Core Operations) to elicit, analyze, design, and document detailed functional and non-functional requirements.
  • Translate complex business problems into clear, actionable technical specifications for technology teams, with a strong focus on Gen AI, LLMs, STT, and TTS integrations.
• Liaison & Communication:
  • Serve as the primary communication bridge between business partners and technology development teams, ensuring mutual understanding and alignment throughout the project lifecycle.
  • Facilitate workshops and meetings to gather requirements, resolve conflicts, and drive decision-making.
• Project Coordination & Monitoring:
  • Coordinate project tasks, track progress against timelines, and manage dependencies to ensure timely and successful feature delivery.
  • Monitor post-launch feature performance, gather feedback, and identify opportunities for continuous improvement and optimization.
• Technology & Vendor Engagement:
  • Work closely with internal technology teams and external vendors to assess technical feasibility, identify solution options, and ensure successful implementation.
  • Contribute to the evaluation and selection of new technologies and platforms, particularly those related to advanced AI in voice.
• Risk & Issue Management:
  • Identify, escalate, and help mitigate risks and issues related to feature delivery, including production incidents, in collaboration with Technology and Operations.

Required Experience & Qualifications:

• Minimum of 3-5 years of direct experience in IVR or Telephony Routing roles, demonstrating a strong understanding of contact center operations, call flow design, and routing logic.
• Proven experience as a liaison between business and technology teams, with a track record of designing and documenting comprehensive requirements for complex systems.
• Hands-on experience or strong understanding of modern IVR technologies, including integration with Generative AI, Large Language Models, Speech-to-Text (ASR/STT), and Text-to-Speech (TTS) capabilities.
• Experience with Cisco and Avaya telephony platforms is highly preferred.
• Demonstrated ability to manage the end-to-end delivery of features and functionality across multiple lines of business.
• Strong analytical and problem-solving skills, with an ability to translate strategic goals into tangible, actionable requirements.
• Excellent communication, negotiation, and stakeholder management skills.
• Proactive, organized, and detail-oriented, with a proven ability to thrive in a dynamic, fast-paced environment.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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